Introducing BlackBerry Virtual Expert for BlackBerry 10 OS 10.2.1

Kuala Lumpur, 19 February 2014 – Does your BlackBerry need a health assessment? Are you considering a repair?

If so, check out the BlackBerry Virtual Expert, a simple, self-guided diagnostic app for BlackBerry devices including both BlackBerry OS and BlackBerry 10. Depending on what type of BlackBerry device you are using, you’ll be able to run tests that can help identify if an issue is occurring and get recommendations on how to solve the problem.

To help you get started, here’s a quick overview of how to do use this app and what to do if a test fails.

How do I access the BlackBerry Virtual Expert?

For those using BlackBerry OS 10.2.1, BlackBerry Virtual Expert is built in and can be opened by opening the Help application followed by tapping Testing along the bottom toolbar.

For those using BlackBerry OS 10.2 or lower, in order to use BlackBerry Virtual Expert, you’ll need to install it first. To do this, open BlackBerry World on your device and search for ‘Virtual Expert‘, or use the following steps to scan a barcode. After installation is complete, look for the BBVE icon that appears on your home screen.

Open BlackBerry World
Swipe down from the top of screen and tap Scan Barcode
Scan the following barcode and tap Download

After opening the BlackBerry Virtual Expert, you’ll be shown the Health tab by default which allows you identify basic details about your device as well quickly access specific settings. For example, tapping Bluetooth will open the Bluetooth settings screen allowing you turn on, or off Bluetooth.

If you select Tests along the bottom toolbar, you’ll be able to run all of the available tests at once, or test a specific feature. To test everything at once, tap All Tests or select a specific feature or function you’d like to test. If you had concerns about your headphone jack for example, select Audio Test to run a variety of audio related tests, or optionally select Choose A Test followed by tapping on the specific test you’d to run.

When you start testing a feature, follow the instructions displayed on your device and complete the require actions followed by recording a result Pass , Skip or Fail . When all of the selected tests have been completed you’ll be shown your results at indicating what passed, what tests were skipped and of course, any tests that may have failed.

One of my tests failed, what do I do now?

Should a test fail while using the BlackBerry Virtual Expert, after reviewing the suggestions on the Results tab provided by BlackBerry Virtual Expert, here are a few things you can do to help get an issue resolved efficiently.

Summarize the issue and troubleshooting steps you’ve attempted as well as identifying your BlackBerry 10 device OS version & PIN. To identify your OS version, tap Settings followed by About and change the Category bar to OS. To identify your PIN, tap Settings followed by About and change the Category bar to Hardware

Download and install BlackBerry Link for PC, or Mac, which will allow you to back up your BlackBerry 10 device. When contacting support for a potential repair issue, they will guide you through this process so doing this before contacting support can help speed things along. For help backing up your device as well as restoring your device, please review the BlackBerry Link User Guide for PC, or Mac depending on what type of computer you’re using.

Join the BlackBerry Support Community Forums and create a new post about your issue. Be sure to provide a summary of the issue and troubleshooting steps you’ve already attempted. Doing so will allow others to suggest alternative steps that may help resolve the issue you are encountering currently.

Contact your wireless provider or local repair center for additional assistance. As mentioned earlier, having your device details and a summary of troubleshooting performed will help out whoever is assisting you with the issue at hand.

Why does BlackBerry Virtual Expert need permission X, Y & Z?

In order for BlackBerry Virtual Expert to perform specific tests, select permissions must be enabled the first time you open the BlackBerry Virtual Expert. You can optionally disable some or all permissions but keep in mind any tests requiring these permissions will not work. If you run a test that requires a specific permission such as the ability to use the camera, you will receive a notification and the ability to update your permission settings if needed.

To review and optionally customize these permissions, on your device go to Settings followed by Security and Privacy. Within this menu, select Application Permissions followed by BBVE to review permissions applicable to the BlackBerry Virtual Expert.